Refund policy

Return & Refund Policy

Last updated: June 2026

1. Made-to-Order Products

All products in our store are custom-made to order. As such, they are exempt from the standard right of withdrawal under EU Consumer Rights Directive (Article 16(c)), which excludes goods made to the consumer's specifications or clearly personalised.

2. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery at [your email] with:

• Your order number
• A clear photo of the issue

We will offer a free replacement or full refund at our discretion.

3. Wrong Size or Colour

Please check our size guides carefully before ordering. We do not accept returns for incorrect size choices. However, if we made an error, we will resolve it at no cost to you.

4. Lost or Undelivered Orders

If your order has not arrived within the estimated delivery time, please contact us. We will investigate with our shipping partners and offer a replacement or refund if the order is confirmed lost.

5. Refund Process

Approved refunds will be processed within 5–10 business days to your original payment method.

6. Contact

For any return or refund requests:  natalialoite@gmail.com.